'Consumers have become more aware of their rights'

Consumers have become more aware of their rights when they buy a product or rent a service and the same goes with traders and businessmen who move closely with the consumer protection laws in the country.

This is reflected in the number of cases reported to the Public Prosecution in 2023, which amounted to 2,375 cases, nearly 20 per cent less than the previous year, where it reported 2,833 cases involving violation of consumer protection laws in 2022.

“An increased awareness on the rights and duties of consumers, responsibilities and commitment of vendors, traders and other businessmen to their consumers, has contributed to the slump in the number of cases reported to the authorities as the the authorities received more than 37,800 cases in 2023,” said a spokesperson from the Consumer Protection Authority (CPA).

He said that the CPA has, in a bid to reduce consumer complaints and to educate them, launched the ‘Consumer Friendly Establishments Initiative’ last year.

The initiative, which focused on improving the quality of services across commercial, industrial and economic sectors and to foster a competitive spirit among businesses, was also expected to drive refinement of consumer services.

The initiative, in due course, achieved its targets by raising awareness on consumer rights, as well as underscoring the responsibilities of service providers and their workers, has helped in decreasing the number of consumer complaints.

ONLINE BUSINESSES

The number of cases reported from online trade too has spiralled in 2023. Although commercial establishments across the country were targeted in the initial phase, service and industrial sectors that showcased exemplary service standards were evaluated for their performance.

The criteria for the evaluation encompassed customer orientation, mechanisms to ensure customer satisfaction, and the ability to address consumer needs.

“Let the customer beware is easily applicable to the consumer rights and consumer protection initiatives and an all-round awareness campaign, and education initiatives across the board have resulted in the consumer empowerment programmes," CPA official stated.

"It always pays to be aware of what we are buying or what service we are hiring and the price, quality, competitiveness and the like well before we enter into the agreement,” he added.